ABSTRACT
The role of service quality has become crucial for contemporary tourism destinations due to the rapidly changing business environment. It is therefore important to delineate quality experience drivers, outcomes, and methods to be followed to forecast and evaluate current and future memorable experience. Hence, understanding quality experience, its drivers and outcomes is vital, especially when experiences are at the core of all tourism offerings. The chapter starts with a discussion on the different dimensions of service quality. The second part of the chapter examines how service quality and customer satisfaction are influencing the industry. Finally, a case study is presented highlighting dimensions and outcomes of experiential quality relating to the visitors of Port wineries.
